Job Summary: We are looking for a strategic Customer Success Analyst (Expert) to support our post-sales customers, resolve questions, and coordinate claims while maintaining exceptional communication. Key Highlights: 1. Strategic role in post-sales support and building trust with customers. 2. Responsibility for coordinating and tracking claims and emergencies. 3. Collaboration with sales to deliver exceptional and timely customer service. **About Us:** At Koltin, we are redefining how we care for our dads, moms, grandparents, and elders—helping them stay healthy, active, and independent for as long as possible. We do this through our health memberships, which include: * Clinical care focused on prevention * Major medical expense coverage * Wellness and community programs We are the first company in Mexico dedicated to protecting older adults aged 50 to 84. We are growing rapidly across the country with a clear purpose: transforming the healthcare experience for Great People—making it more human, accessible, and dignified. **About the Role** A **Customer Success Analyst (Expert)** is a strategic, supportive role for our customers at every stage of the post-sales process. This person will focus on continuing to build trust with our insured members, resolving any questions about our services, and coordinating and tracking any claims that arise. They will serve as the primary point of contact for resolving operational, administrative, and service-related questions, as well as for coordinating and tracking emergency situations and processes related to major medical expense insurance. The new Customer Success Analyst will maintain constant communication with the sales team to ensure out-of-this-world customer service and must maintain active availability across our service channels to guarantee timely, high-quality service experiences. **Responsibilities** * Be connected and available on the phone line and WhatsApp during working hours. * Work a **daily schedule of 8 hours, 5 days per week**, ensuring continuous and timely customer support. * Resolve inquiries related to **billing**, payments, invoicing, and membership status. * Clearly and empathetically explain the **health membership benefits**, helping customers understand how and when to use each service. * Accompany and connect customers in ways that are useful to them, ensuring they correctly access clinical, wellness, and insurance services. * Handle and track the **emergency hotline**, routing cases accurately and promptly. * Ensure customers access all their services, including **major medical expense insurance**. * Coordinate and track **claims**, ensuring clear communication among customers, insurers, and internal teams. * Provide ongoing post-sales support, anticipating potential friction points and preventing negative experiences. * Maintain constant communication with the sales team to ensure exceptional customer service. * Record and track customer interactions in tools such as **HubSpot**, ensuring clear and up-to-date information. **You’re a great fit if you are someone who:** * You’re a great fit if you are someone who: * Is committed to ensuring that **NO customer has a negative experience** * Has experience in communications, marketing, sales, account management, or customer service * Possesses strong verbal and written communication skills * Has an analytical, results-oriented mindset * Can effectively work across multiple departments and projects simultaneously * Is a team player, self-motivated, and capable of multitasking while quickly adjusting priorities * Has a sense of urgency and mental agility: excels at solving problems quickly * Preferably has experience with HubSpot * Is highly proactive and curious **Benefits:** Access to professional development tools and benefits, such as courses, workshops, books, etc. Unlimited private medical assistance via video call (general practitioner, nutritionist, and psychologist) for you and 3 family members Access to physical wellness tools (TotalPass) 9 additional personal leave days per year, as mandated by law Major Medical Expense Insurance Necessary equipment to perform your job Monthly additional support of $500 MXN on top of your monthly salary One-time support of $2,000 MXN after the probation period Remote work two days per week Work location: Av. Hidalgo 2035 and Belisario Domínguez 2016, Colonia Obispado, Monterrey, N.L. C.P. 64060